About us > Our performance

Our performance

Quarterly performance information

You'll see targets for our performance measures are also outlined, so you can see if we're doing better, or worse, than we're aiming for. Performance information is updated quarterly. The figures below represent Quarter 2 (July to September 2026).

Repairs

We're working hard to provide you with a quick, efficient and cost-effective repairs service in order to keep your home safe and well-maintained.

Percentage of tenants satisfied with the repairs service

Percentage of tenants satisfied with the repairs service 94%

Target = 94%

Scottish Average = 86.8%

Percentage of repairs appointments kept in the quarter

Percentrage of repairs appointments kept in the quarter 98%
Target = 98%

Average number of hours to complete an emergency repair

Average time taken to complete emergency repairs 2.8 hours

Target = 3 Hours

Scottish Average = 4.2 hours

Average number of days to complete a non-emergency repair

Average time taken to complete non-emergency repairs 16 days

Target = 20 days

Percentage of "Right first-time" repairs

Percentage of "Right first-time" repairs 98%

Target = 94%

Percentage of tenants satisfied with planned works

Percentage of tenants satisfied with planned works 98%
Target = 98%

Homes let

There has been a strong focus on our turnaround times to ensure properties are ready as soon as possible for our tenants.

Total number of properties let

Total number of properties let Quarter 2 = 52

Average number of days to relet void properties

Average length of time taken to re-let properties Quarter 2 = 17 days

Target = 20 days

Scottish Average = 56.7 days

Complaints and compliments

We're committed to providing an exceptional tenant experience, but we understand that things can go wrong from time to time. If something isn't right, it's important that you let us know. We use the information you provide to improve our services and make sure it doesn't happen again.

Number of complaints received in the quarter

Stage 1 = 39

Stage 2 = 8

Average number of days to receive a full response to a complaint

Stage 1 = 4.9 days

Stage 2 = 16.9 days

Percentage of complaints responded to within target timescales

Stage 1 Q2 = 98%

Stage 2 Q2 = 100%

Target = 95%

Tenant Satisfaction Survey 2026

In October we were delighted to share some positive news about our latest tenant satisfaction survey.

The three year survey, which is a requirement for all social landlords, and carried out independently, told us that satisfaction with our services has increased overall. Encouragingly, satisfaction had improved across every area measured in the survey, with all results also being better than the national Scottish average. A real reflection of the progress being made throughout the organisation.

These results are important because they come directly from tenants and provide valuable feedback about the services we deliver every day. After a post Covid dip in satisfaction seen across the sector, the improvements are very welcome, and demonstrate the hard work of our teams, and our ongoing commitment to listening, and making the changes you ask to see.

For more information about the results and a more detailed look at our performance and achievements over the last year, please take a look at the Annual Report.

Thank you to everyone who took the time to share their views. Your feedback helps us improve and deliver better services for all our tenants.

Complaints

At Loreburn we're comitted to getting things right but when we don't, your feedback helps us improve.

Currently our complaints performance is good which is shown in the above performance section. We want to make sure we are always getting back to you in a timely manner. Our annual complaints report will be published soon where you can see how your feedback has made a difference to the service we provide.